Covid-19 update: 26.03.20
Dear Club La Santa Customer
Dear Club La Santa,
We will try our very best to reply to your email enquiries within 48 hours, during office opening hours Monday to Friday.
We are prioritising customers in order of departure dates and we ask that you please bear with us during this difficult time.
All emails will be answered, however, due to the high volume of emails we are receiving; any answer to your emails may take longer than 48 hours, we kindly ask in this time that you do not follow up with us, our team will contact in regards to your enquiry.
Club La Santa UK & Ireland
As you are all aware due to the Coronavirus situation governments around the world are issuing advice and directives on an hourly basis. At Club La Santa we are being guided by the Spanish government and officials of the Canarian authorities.
Club La Santa UK and Ireland are focused purely on our customers needs at this time and we are committed to ensuring you have all the correct information to enable you to make informed decisions regarding your trip to our resort. Please note at this current time we can only work via email. Please send your enquiries to firstname.lastname@example.org
You can find out more about what the Canarian Government guidance at their website: https://www.gobiernodecanarias.org/principal/
For those travelling from the UK, we recommend you visit the Foreign and Commonwealth Office Spanish website for the very latest guidance regarding imminent travel to Spain: https://www.gov.uk/foreign-travel-advice/spain
As Club La Santa UK and Ireland is part of ABTA, you can find out the more about the impact of the virus at: https://www.abta.com/news/coronavirus-outbreak
Here are some of the frequently asked questions we are receiving:
As I am due to travel imminently during March/April but now cannot due to the 30 day close down what is my position with regards to a refund?
You can change to an alternative date up until June 2021. All administration fees will be waivered. If your chosen travel date is during a more expensive period then the extra cost will need to be paid by yourself. If your new chosen travel date is during a lower period, then the difference will be refunded. Should you choose not to change to alternative travel dates, we will cancel your booking and refund the monies paid. We are unable to refund travel insurance and previous administration fees.
I am travelling after March 31st, so what are my options?
As these dates of travel are currently outside of the imminent departure period covered by the Spanish Government’s actions and resultant FCO advice, we can offer you the opportunity to change the dates of your booking, without any administration fees. You can change to an alternative date until June 2021. If your chosen travel date is during a more expensive period then the extra cost will need to be paid by yourself. If your new chosen travel date is during a lower period, then the difference will be refunded. However should the advice from the relevant authorities change, we will keep you updated.
If I booked accommodation only with CLS and flights with an airline directly what should I do?
You should contact the airline directly concerning your flights, to determine what options are available to you, then get in touch with our office regarding your accommodation booking.
If my booking includes flights booked by Club La Santa UK, what should I do?
Contact us if you are looking to change the dates of your booking and we will talk with the airline to see what options are available to us at this point in time. Right now, only flights departing during the next 30 days are affected by the Spanish Government decree and the resultant FCO advice.
What determines a refund situation?
We have to follow the advice of the Spanish Government and the FCO.
We hope this information makes clear the position we are dealing with and also clarify your rights. This is an unprecedented situation and we will do whatever we can over the coming months to assist your decision making, although we must follow the guidelines set out by the authorities in Spain and the FCO.
If you are trying to contact us over the next few days, please bear with us as it is an exceptionally busy period and a fast moving situation, so if you send us an email, we will try to respond as soon as we possibly can, but it could take up to 48 hours to reply, due to the volume of emails and calls. Contact would be preferable by email.
Please see below for Lanzarote’s government advise.
Please see below for travel advise:
Here is ABTA’S latest news and advise for customers travelling:
Please check our website and social media channels for regular updates.
As the situation about the Coronavirus (Covid-19) evolves, the safety and security of our guests and staff remains our highest priority. We are maintaining highest standards of cleanliness and hygiene, and taken additional measures to combat this virus, following advice from the local government and from health professionals.
For bookings made through the Club la Santa UK office, we follow the guidance of the UK Foreign and Commonwealth Office and trips to Lanzarote continue as normal. You can find the latest FCO advice at https://www.gov.uk/foreign-travel-advice/spain
If you have questions about your trip to Club La Santa, please contact us on 0161 790 9890 or email email@example.com